Room Downgraded in MDE on Check-in Day? (Update on page 7, post #122)

[AngiTN]

At least 5 people have stated, Disney did not tell them, Disney did not give them warning, they gave them a room not the room they booked and they would not have know if they didn't go back. Those people said Disney up front did jot offer them a refund. Even the OP did not unless I missed it get a refund, and Disney did not tell her. They ask for your phone number when you book, your address, yet they knew before she even left her home they down graded her, yet they did not call her, or tell her when she go there. If that is not bait and switch what is. They sell you the use of a room in a catagory which is more money, then they know they don't have that room, they down load you and don't tell you, they don't tell you when you check in if you read the post, one person at the poly did not get a room on the club floor, another did not get a business room at CBR, several at pop did not get a preferred room. That is illegal practices if they are doing it a lot. And to me in this short post at least 5 people have been down graded that's a lot.

I read my reservations, it says that my reservations are guaranteed, unless changed or modified. I have on all three reservations what type room, what price and what hotel, which to me means that is guaranteed. Bedding is not guaranteed, I take that to mean they could put us in a king with day bed since there is three, or they could put us in a queen with bunks, although it says 2 queens on both the ressies in the resorts.

You can all say okay I don't care Disney can downgrade me and not offer to tell me upfront and not offer a refund unless I ask. Me if they did it without telling me and offering upfront a make whole offer, I would demand money back because that would be bad business practices. I don't love Disney that much to want to visit a place that would try not to tell me they downgraded me. and I'm glad your all wrong that it says Disney only has to offer me a room.

Sounds like you need to find a new vacation destination. Clearly you are not happy with their policies. Stop going. Problem solved.

One thing you have wrong (there are many but this is just the main one). They are not doing anything illegal. You may not like it but you can be confident that their legal department has been over everything with a fine tooth comb and what they do is within the rules.

And 5 guests out of the thousands who post at Dis and the millions who visit at Disney is not even a recordable percentage. But again, you are this bent out of shape over it, quit going

And yeah, you missed this

So I stopped by the front desk upon arrival and the CM confirmed that I'd been moved because the Savanna view rooms were overbooked. They had already credited the difference to my room account but I wouldn't have known if I hadn't stopped to ask. I was told that if my room charges are less than the credit when I check out (which will be the case since I'm checking out in the morning), then the remaining credit will be refunded to the card I used for booking. I'm okay with that.

 

[Suzanne74]

Other hotels "guarantee" things and then don't deliver, too. This issue isn't exclusive to Disney.

I have never been to a hotel or restaurant that didn't deliver something guaranteed, not tell me and just say sorry when figured out last minute. We have always been told in advanced, offered something better, and/or compensated.

 

[AngiTN]

I hope all of you who expect something extra for a downgrade plan to pay them for any upgrades you do get

 

[Suzanne74]

Some people are getting very worked up here while OP is probably off having the time of her life...
It's unfortunate, it's not ideal, she was downgraded, she was compensated, they all lived happily ever after. The end.

She was compensated the price of the room? I thought she just received a price difference in the room rate they downgraded her in? That isn't compensated.

 

[maxiesmom]

I have never been to a hotel or restaurant that didn't deliver something guaranteed, not tell me and just say sorry when figured out last minute. We have always been told in advanced, offered something better, and/or compensated.

Really? Heck I know people who booked a hotel, showed up only to find it closed and a sign in the door telling them to go elsewhere.

No matter, Disney may or may not tell you in advance. If you don't like or agree with their policy the only reasonable action is to not go. Or accept that something may happen you don't agree with, but try and be understanding that sometimes stuff happens outside of Disney's control.

 

[AngiTN]

She was compensated the price of the room? I thought she just received a price difference in the room rate they downgraded her in? That isn't compensated.

sure it is. Those who were downgraded were refunded the difference between the room they got and the room they booked. Disney didn't owe them a room for free. Disney owed the difference, which they were given.

 

[Suzanne74]

On our last trip, we added on one night in an AKL pool view room, booked last minute at full price (over $400). We booked pool view because we wanted to be close to the pool and Mara.

I got a call from Disney on our check-in day, telling me that we had been downgraded to a standard view room because they had unexpectedly had to take several pool view rooms out of service. The CM was very apologetic, and before I asked for any form of compensation, she told me that they would be refunding me the full room charge for the inconvenience.

So, we got to start off our vacation with a free room at AKL. Because of the way it was handled, I was actually quite happy about the downgrade! i would have been annoyed if I had only been refunded the difference in price, though, because the standard room was literally as far away from the pool as it was possible to be, and I booked the pool view room for location. If a pool view room had not been available when I booked, I would have chosen another resort entirely, so it was important to me.

Is Disney legally obligated to do anything more than refund the difference in price in the case of a downgrade? Nope. SHOULD they do more, in the interest of making customers happy who spend a premium to stay on property? Absolutely!

And this is what makes Disney look bad and confusing. You received a call in advance and a free room because of the downgrade. Even if you didn't like that, you had a chance before your vacation started, to cancel or attempt to change to a different resort.

OP did not get any of those options. Why? Even if the glitch was found last minute, either an overbook or a room out of service, why didn't OP receive full compensation like the PP?

 

[KrazeeK120]

I have never been to a hotel or restaurant that didn't deliver something guaranteed, not tell me and just say sorry when figured out last minute. We have always been told in advanced, offered something better, and/or compensated.

Last summer, I requested a refrigerator at a hotel in order to store my son's formula (quart size premade bottles) and they guaranteed they would have one. Shortly before our trip, I stumbled upon single-serve premade formula bottles and got those instead because I thought it would be easier. When we got to the hotel, they told us there were no refrigerators available. At that moment, I was thanking my lucky stars I'd gotten the single-serve bottles. It's not like they could have made a refrigerator appear for me. There wasn't anything that could be done other than take a refrigerator away from someone else who had requested one (which I obviously wouldn't ever demand) or go out and get me a suitable formula replacement. I didn't press the issue since I no longer needed the item. But it sure would have been nice if they'd told me in advance so that I could attempt to make alternate arrangements (had I needed to), especially since they had guaranteed the item.

I've learned that nothing is truly ever guaranteed and I always need to have a plan B.

 

[maxiesmom]

And this is what makes Disney look bad and confusing. You received a call in advance and a free room because of the downgrade. Even if you didn't like that, you had a chance before your vacation started, to cancel or attempt to change to a different resort.

OP did not get any of those options. Why? Even if the glitch was found last minute, either an overbook or a room out of service, why didn't OP receive full compensation like the PP?

Who knows? I for sure didn't receive full compensation when I was downgraded. And honestly, I think doing so would have been way overboard. I still had a room. They didn't throw me into the street. I should still pay for what I get. In my opinion a downgrade is not horrific enough to garner a free room.

 

[Suzanne74]

sure it is. Those who were downgraded were refunded the difference between the room they got and the room they booked. Disney didn't owe them a room for free. Disney owed the difference, which they were given.

It isn't. You can believe it is but you can't overcharge a customer for a room. By not giving her the price difference, they would have overcharged her the cost of the room level she is staying in by at least $100 to $200 dollars. Are you saying Disney is allowed to do that legally? I can pay for a 3 bedroom villa and upon arrival they only have a value room left and are legally allowed to charge my credit card $850 for a $120 motel room?

 

[Suzanne74]

Who knows? I for sure didn't receive full compensation when I was downgraded. And honestly, I think doing so would have been way overboard. I still had a room. They didn't throw me into the street. I should still pay for what I get. In my opinion a downgrade is not horrific enough to garner a free room.

I didn't say it was. Never did. But if you are at check in and the CM next to you gives the family some form of compensation and your CM just says sorry, you think that is good business practice?

 

[Regan117]

Other hotels "guarantee" things and then don't deliver, too. This issue isn't exclusive to Disney.

But that isn't the point. Yes, the fine print allows them to put you anywhere in any room. As a gesture for good customer service, they should do everything they can in order to make up for having to do that. If I booked a 2-bedroom suite at the CR and was put in a family suite at AoA, I'd expect more than a "oh sorry - here's your money." They're potentially ruining your trip, especially for a family that spends tons of time at the resort. Stuff happens, but they should do whatever they can to make you happy. Just saying sorry, and giving me the money back they're required to give me anyway, isn't good enough.

 

[maxiesmom]

But that isn't the point. Yes, the fine print allows them to put you anywhere in any room. As a gesture for good customer service, they should do everything they can in order to make up for having to do that. If I booked a 2-bedroom suite at the CR and was put in a family suite at AoA, I'd expect more than a "oh sorry - here's your money." They're potentially ruining your trip, especially for a family that spends tons of time at the resort. Stuff happens, but they should do whatever they can to make you happy. Just saying sorry, and giving me the money back they're required to give me anyway, isn't good enough.

And I think it is good enough. Also, I am pretty sure they try to keep you in the same category when they downgrade.

I hate it that people feel justified to earn something when life goes a little wrong. Not every mishap or error should equal more money in your pocket.

 

[maxiesmom]

I didn't say it was. Never did. But if you are at check in and the CM next to you gives the family some form of compensation and your CM just says sorry, you think that is good business practice?

Are we going to make up a bunch of What Ifs now? Life is not always equal. Or should Disney stop with all manner of pixie dust because it isn't at it''s core equal???

No free popcorn for you kid if the whole park doesn't get it. No sticker for you little girl I don't have enough for everyone.

 

[Dug720]

Some people are getting very worked up here while OP is probably off having the time of her life...
It's unfortunate, it's not ideal, she was downgraded, she was compensated, they all lived happily ever after. The end.

This! And it was ONE NIGHT. She moved to a CL Savannah view the next for the remainder of her reservation. It was only the separate one night that was affected.

 

[maxiesmom]

I also don't think you can site one instance of compensation and use that to say that is what everyone deserves. Maybe that one instance was Pixie Dust at it's finest. Who knows?

 

[Dug720]

Are we going to make up a bunch of What Ifs now? Life is not always equal. Or should Disney stop with all manner of pixie dust because it isn't at it''s core equal???

No free popcorn for you kid if the whole park doesn't get it. No sticker for you little girl I don't have enough for everyone.

And I think that we have already seen a big cutback in random pixie dust largely because of this. People hear that someone got X because of Y and now they want ABC because their Y is bigger than the other person's - at least in their eyes.

We can also blame the internet for this. Several things - dropping off an item at Guest Services on the cruise ship for autographs for one example; towel animals at the resorts are another - because someone posted about it on the internet and it blew up into something completely out of control.

 

[Suzanne74]

Are we going to make up a bunch of What Ifs now? Life is not always equal. Or should Disney stop with all manner of pixie dust because it isn't at it''s core equal???

No free popcorn for you kid if the whole park doesn't get it. No sticker for you little girl I don't have enough for everyone.

You didn't answer the question

And no one said anything about life being equal or it's about one sticker. You are saying it is good business to offer some guests full compensation and others none for the exact same situation? That is basically what Disney is doing.

 

[maxiesmom]

You didn't answer the question

And no one said anything about life being equal or it's about one sticker. You are saying it is good business to offer some guests full compensation and others none for the exact same situation? That is basically what Disney is doing.

As I later stated, maybe the full compensation was pixie dust. None of us know. Or would you rather they do away with all forms of pixie dust in an effort to be equal at all times?

 

[Disneylover99]

I would hope everyone who gets downgraded at check in would get a refund on the price difference between rooms as the OP did.

Regardless of what the fine print says, I would still express my disappointment to a manager upon check in. And if I'm staying for more then a few days, I would expect they would work with me to find a suitable resolution if I wasn't happy with my downgrade.